Margaret's Movers and Storage

Response:
We have read the complaint and again, we are sorry for the mishap that caused the lamp to be brokenHowever, we do reiterate the following pointsBy their own admission, we were not taking the lamp in the moveHowever this PRICELESS lamp was left sitting on furniture that we were
movingThe school of thought on this is that if it was so valuable, it should have been boxed or put in a secure area not left in a room with movers who were instructed that it was not to go on the truck but that they were to take the furniture it was sitting onThe worker did not use reckless abandonmentMoving large headboards etc requires the area to be clear and free from encumbrancesWe have many years processing claimsOur industry generally has a self-pay policy when a claim is filed and utilizes insurance for large claimsI did consult with my board of directors, my insurance agent as well as our insurance company adjusterThe claim for the lamp was processed per the standard $.60/lb per itemFull coverage protection was not purchasedAt this time, sentimental value is only considered in extreme cases in the court system, therefore courts award fair market value to include age and deprecationIn moving, claims are processed at released value which is $.60/lbI empathize with the ***’s distress at the situationHaving child, I save every finger painting, clay sculpture and sometimes homework assignmentsBut they only have value to meThey are priceless to meI could not sell her finger painting for $We thank you for the opportunity to provide clarification regarding claims procedures

To date, a claim form has not been received by our companyI am sending it again, through the Revdex.com, to see if this can be completed so that we can resolve any open issuesI have repeated asked what the customer wants to resolve issues and am told that I have not resolved issues after not being told what is desiredPlease fill out the claim form and return to us via email at *** or mail at *** *** *** *** *** *** ***
*** ***

Response:As previously responded, we can put sod down now as requested and it will freeze and die or we can do it when it is not degrees as it is todayWe will do eitherWe previously expressed that it was more prudent to put the sod down in more temperate weatherThe original move was during the holidays and again, due to weather it was more prudent to perform outdoor landscaping when it was not raining or snowingIf needed, we can provide a weather report from the day of the move to current date as evidence of inclement & cold weather as well as reports from landscaping websites or companies testifying that laying sod in the winter is ill advisedWe thank you for your business and look forward to closing this claim as soon as weather permits.Sent on: 2/10/1:22:PM

Yes, they have began to lay the sod and I did speak with *** They still have some more sod to lay which should occur this week and then this can be closed
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Thank you for the opportunity to address your concernsWe received the pictures today and we are working through the concerns raisedOnce we receive the claim form, we will process the claim per the coverage selectedAgain, thank you for allowing us to work through the claim process with you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** They never informed me that the call to move the furniture back (again, they referred to it as a couch) was a courtesy. Seems they're covering their ***. When I initially called, I explicitly asked if the $covered both the move to and from said room. I was told "yes." You didn't send a truck to move the furniture either; just two movers. I'm not really that upset with the money; its more the way in which I was treated by "***." Very disrespectful and rude

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
They state that the quote and actual services are different, then I ask what is the point of getting a quote if the business can decide the services are now different than quoted? I was never made aware that the service price we be different than what I was quoted To me it seems they decided everything on their own and because they had my CC information they just changed it as they see fit I also never authorized the CC card transactions for that day My Bank is currently in disputhe transactions as well.It blows my mind how a consumer can ask for a quote, and then be billed completely differently without even a phone call to explain Hopefully the Revdex.com will make sure everyone else knows about this
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Still not satisfiedRegrettably declined.]
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
We informed the phone representative of the additional stop when we added the additional piece of furniture to be delivered It's unfortunate that this company is "doubling-down" on misstatements The number of stops was never a surprise
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
They never mentioned that there would be no coverage on anything and my complete set is still ruined The type of material a piece of furniture is built of does not justify destroying it It was in good condition, now the set is incomplete Margaret's is just trying to avoid making right what they did wrong The glass doors were shattered and they weren't made of pressboard.This company should go out of business if this is the way they treat their customers They do not want to take responsibility for their own destruction of a customer's furniture
Regards,
*** ***

I filled out claim form and emailed as instructed, to this point I reject the business response and will continue to do so until I hear from said business and then will review
*** ***

We have had email exchanges regarding concerns on this moveI have consistently asked what is desired and been criticized for the questionAreas of concern;Missing leg- was found next dayBeer was offered by customer to mover at end of moveWhile it had zero impact on the move, it is thrown in
as a point of contention in every communication.Took minutes to have any furniture loaded on the truck- I explained that it takes time to prepare furniture to move it safely.Missing screws to mirror- purchased by customer, compensation offered by company and declined. I have asked a number of times what is the desired resolutionHere is the response I received"Like I said Margaret, I’m not going back and forthI think from my perspective as a customer who was willing to pay more money to get things done and whom your movers had a good enough relationship with me at both my homes to have confidence enough to request a beer rather than a water knowing I wouldn’t get upset and happily give speaks volumesI don’t feel like for the $$ we got what we paid for at allAnd the point I still believe you are missing is you can’t seem to agree with thatYou just tell me what’s covered and what’s not and if I want money back then I tell you how much I want backNever have I seen a business ask the customer what they want back, rather the business says I’ll make it right and this is what I’ll doI’ve paid the $620, I’m not gonna dictate to you what I feel I’m entitled too, this isn’t my business it’s yoursIt’s disappointing on many levels emails are still being sent about this but what do I knowI appreciate your time, good day"Which was in response to this email from me;"Again, I am not at all trying to justify poor customer service but get to the bottom of your issues individuallyAgain, I am asking if you would like to be compensated for your time & trouble in obtaining the missing screwsI am not demeaning you whatsoeverNot in the leastI am not missing the pointI am trying to resolve the issues individually and I believe that my explanation of the issue is being regarded as argumentative, which I am not trying to in any wayHaving said that, if they arrived at 2pm, they would have had to pad items or prepare them before moving themIf nothing was done prior to 2:17pm, I will gladly refund the minutesI am sorry you are not satisfied with the movePlease let me know what you would like me to do at this point to mitigate your dissatisfaction as much as possible Please let me know what it will take to make you happy & I will do my level best to do it for you Warmest Regards, *** ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ A claim form has not been received to process any claimsOne has been sent & I will send anotherI am sorry after our hard work and my attempts to mitigate the customer's dissatisfaction that we have not been able to put this to restWhen I explain why it took minutes to get anything on the truck (because the furniture had to be padded & prepared) I am told that I am giving excusesI have continually asked what is desired with no clear response Regards, ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
They were never given the wrong address, plus were provided with my phone number to call which they never did Had it been done timely there was ample time to lay sod They did come out and "dump" dirt and never smoothed it out We have tried to do some of that on our own They didn't drive on a vacant lot, it was our yard with new sod laid in December They also new our address as they were here once before I was told after they dumped off the dirt in piles that they would be back to lay sod and bring more dirt They didnt lay any dirt until after I filed a complaint with your office becaise they wouldnt respond to my phone calls That hasn't occurred yet and I expect sod to be laid once snow is gone as I was told they would do This won't be resolved until they replace the sod they damaged
Regards,
*** ***

We do not have the tool box in our possessionIf we did, we would gladly return it to our customerAs a courtesy, we processed the claim at the released value limits of $0.60/lbA check for this claim has already been sent to the customerWe are sorry that their position differs from ours in
this process, however we did our due diligence in searching for the tool box as well as processing & paying it as a claim

Response:I am very sorry that you are displeasedThe information given was that we were moving the item between rooms and was $As a practice, we NEVER charge in advance for moving servicesTherefore the charge for $was for move day 3/26/onlyFurther a price of $to come with or
more men would never be a price point we could support and therefore quoteIf there is evidence that proves this to be inaccurate, I would be glad to honor itHowever based on both of the above policies, I cannot make a change to the chargesWe did attempt to move the item back as a courtesy, however we were informed that it was already movedWe thank you for your business and we hope that the above evidence is acceptable.Sent on: 5/10/3:00:PM

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.When the move happened I contacted Olivia 're the damage to the furniture that makes it hard to unpack my belongings. I asked that someone to come out and see the damage and have the damage fixed, not including other damage that I found. In other words only fix the furniture that is so damaged that I can not unpack. I was told that they would not do thisI asked to speak with the owner, I was told she is too busy to talk to me. I have the same issues - of course I will file a claim with the company - but their attitude 're customer service is dismal. Based on their attitude I am considering hiring a lawyer to sue them to the hardship I am having due their lack of customer service
Regards,
*** ***

*** *** *** *** *** *** *** *** *** ** *** *** ** ***
*** *** *** ***
Physical Address: Mailing Address:
Seventh Street Road PO Box
Louisville KY 40208 Louisville KY
502-584-Phone 502-371-Fax
877-422-MOVE Toll free www.margaretsmoving.com
Dear ***,
Per the Department of Transportation, we have days to acknowledge a claim that has been submitted in writing and days to adjudicate the claim with an additional days available if the shipper has been notifiedI have met all of those legal requirementsBelow is the adjudication of your claim for full and final settlement
Below is the explanation of your claim processing
Description of article
Description of Damages
Margaret’s pack this item?
Estimated Weight
OriginalCost
Released Value
AmountClaimed
Allowed Amount
1 Lead crystal vase
Broken
No
3lbs
$
$
$50.00
$
Dinner plates
Broken
No
5lbs
$
$
$
$
Wine glasses
Broken
No
2lbs
$
$
$
$
Champagne flutes
Broken
No
2lbs
$
$
$
$
Sofa
Dirty
No
100lbs
Unknown
$
$
$
Refrigerator
Dent
No
$200lbs
Unknown
$
Unknown
$
The claim was processed per the terms and provision of the released value coverage limits
The above is how the claim would process for under the termsTo make is simple, the small personal items, we did not packI have not received a picture of a box that we caused trauma to, therefore they would all be deniedThe refrigerator we did not move and there is no evidence that we did the damage
Since you are a repeat customer, I will make the following exceptions and processed at the claimed amount
Description of article
Description of Damages
Margaret’s pack this item?
Estimated Weight
OriginalCost
Released Value
AmountClaimed
Allowed Amount
1 Lead crystal vase
Broken
No
3lbs
$
$
$50.00
$
Dinner plates
Broken
No
5lbs
$
$
$
$
Wine glasses
Broken
No
2lbs
$
$
$
$
Champagne flutes
Broken
No
2lbs
$
$
$
$
Sofa
Dirty
No
100lbs
Unknown
$
$
$
Refrigerator
Dent
No
$200lbs
Unknown
$
Unknown
$
That is a total full and final settlement of $
Please look for this check under separate cover coming from finance and allow 1-weeks for deliveryWe are sorry for any inconvenience this has caused you and appreciate your patience during the claims process
Thank you again for your business!
Claims

The item was taken to a local vendorThe glass had to be ordered outThe customer called the vendor to verify thisThe piece has been returned to the customerThe claim is closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint* ** ***
and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[The doors were not able to be re-installed when returned because when Margaret's Moving delivered the doors and hinges, part of the hinges was missingWe had to order new hinges off the internet While they are not an exact match to the other doors, they are close enough We would like Margaret's Moving to reimburse us the $12.01'that we had to pay *** *** *** ***
Regards,
*** ***

***, the co-owner has been in contact with Ms***We called a number of companies who did not yet have sod in stock due to the winterThen when the weather was nice last week, we found a company out of *** *** who just started cutting sod earlier in the week and then we obtained sod and it was laidUnfortunately there was not enough sod for the area and there is a small area left to cover*** called Ms*** and let her know the next chance he got to get more sod and bring it out to her, he wouldPer ***, she understood and accepted thisIt is anticipated that the remaining sod would be laid this week.Sent on: 3/28/1:39:PM